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Triggers & Automations - We want your feedback!
Publicado 06 de fev. de 2023
Zendesk admins, we're interested in improving triggers and automations, but would like to hear from you first. Specifically, we're exploring ways to add support for referencing new data in triggers and automations and making conditional logic more flexible. We'd like to hear how these enhancements might change and improve your workflow.
Questions:
- Do you use triggers or automations more? Why?
- How often do you make changes to your triggers?
- What is your most used condition in triggers?
- Do you find yourself repeating this condition in multiple triggers due to product limitations?
- What is your most used trigger action?
- Do you find yourself repeating this action in multiple triggers due to product limitations?
Please let us know your thoughts in the comments below.
Use Cases:
We would like to hear your use cases in more detail, but understand that can be sensitive information. If you're open to sharing more information, please use the following form:
https://forms.gle/MqN1CdZ5nq2bwRBT6
Thank you for sharing your feedback as we work to improve your experience!
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35 comentários
Carmelo Rigatuso
UI/Navigation
Conditions
Troubleshooting
Other/Nice-to-have
1
Dan R.
+100 on Carmelo's comment about being able to see what tickets a trigger or automation ran on. Having the count displayed in the trigger list link out to a (filterable) list of affected tickets would be incredible.
Carmelo Rigatuso I ran into that 8192 byte limit in the past, you can work around it by having your HTML/Liquid content that exceeds 8192 bytes stored in Dynamic Content blocks. The trigger then calls the Dynamic Content block instead, whose placeholder is well under the limit.
You can also nest dynamic content instead other dynamic content, but the UI for organizing and sorting is pretty bad, so it's not recommended for sanity-preserving reasons.
0
Carmelo Rigatuso
Dan R. Bold of you to assume I have any sanity left to preserve ;) Thanks for the tip on the byte limit workaround, I'll check it out.
0
Rolf Hayes
Triggers and automations need some development on date field and custom date field functions.
There are some basic functions such as "is within the next" or "is within the previous" but it is greatly missing the reverse of these which would be "is not within the next" and "is not within the previous".
Please add these functions.
2
Lauren Fosgett
Carmelo Rigatuso agreed on needing a list of tickets that triggers/automations ran on. The workaround we use is to have the trigger or automation add a tag to the ticket, prefixed with trigger_ or automation_ respectively, and then you can run searches on the tags. This is also how we apply and search on macros. It's not ideal since this should be a native feature, but it's the best we've been able to do so far.
0